The Senior Manager of Client Success is responsible for providing strategic guidance, adhering the team to company process and procedure while pinpointing and enacting intelligent process change, driving revenue goals, championing best practices, and advising Client Success Managers and Account Managers on behalf of their clients.
- Manage a team of Account Manager’s and Client Success Managers to achieve aggressive revenue targets
- Create and implement Client Success plans for customer retention and expansion in terms of logos and ARR. Define critical goals, milestones and key performance indicators to aid clients in achieving their business outcomes.
- Drive adoption of all new product features with existing clients.
- Relay client ideas and feedback to product team to incorporate into future product roadmaps.
- Collaborate with our data science team to establish measurable targets, KPIs.
- Establish analytics tools to help the management team understand client trends and behaviors that will help drive business decisions.
- Partner with the Manager of Operations in order to establish consistent communication around a client driven pipeline of projects and alterations to campaigns.
- Coach Client Success Managers on methods to strategically advise customers toward agreed upon goals, developing customer growth strategies and signaling high potential customers.
- Serve as the internal advocate for clients and help marshal resources to ensure client success.
- Forecast and track key deployment and adoption metrics (usage, churn, risk, etc.) on behalf of the Client Success and Account Management functions.
- Create playbooks and documentation that illustrate company best practices and are easily understood and digestible.
- Turn client success stories into case studies, closely working with the marketing team.
- Refine existing processes and develop new processes that help predictably deliver value to our clients, drive renewal rates, upsell rates, and early adoption rates.
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